Complaints

This profile includes complaints for Dollar Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dollar Car Rental

  8501 Williams Rd Estero, FL 33928-3325

• 

  Dollar Car Rental

  1410 N West Shore Blvd Ste 800 Tampa, FL 33607-4547

• 

  Dollar Rent A Car

  1 Airport Rd Little Rock, AR 72202-4404

• 

  Dollar Car Rental

  6327 AVIATION DRIVE Sacramento, CA 95837

• 

  Dollar Car Rental

  2055 Alcoa Highway Alcoa, TN 37701

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had issues with some undisclosed fees. The first thing is we were told that our total due when we arrived at the airport was $168. When we arrived we were told that there was an additional $200 deposit fee that was not disclosed to us, nor was is in their fine print. This cause a headache because we did not have enough money on our credit card for the payment to go through. The lady at the desk was EXTREMLEY rude and not helpful. We called their customer service line to get help and the lady on the phone refused to let us speak to management. Luckily, **************** was able to help us out, but if they hadn't been able to do we would have had to cancel our entire trip. Along with this we rented a 7 passenger car and were given a 6 passenger car. This made out *************************************************************************** lay down the entire trip. Including myself who is very pregnant. Fast forward to last week and we received a bill for toll fees. We paid all of our tolls with cash when we went through them. They are charging us $10 for like 6 different tolls that we did NOT go through. When we called and complained we were told we would get some money back and have yet to see anything about it. We are lookin for the toll administration fees to be waived and to get at least $150 cash back to our card for the inconveniences we were put through as well as being ripped off on the type of vehicle we were supposed to get.

  Business Response

  Date: 09/23/2022

  Complaint ID: ********
  ******************** RR#: 814333122

  This correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns. 

  We apologize for any confusion caused regarding our Authorization Hold requirements at the time of rental. All customers are required to show a valid drivers license and credit card at the time of **********************. In addition, an authorization hold of the approximate total charges plus up to $500.00 will be held on the charge card at the time of rental. This information is displayed on our website as well as during the booking process and ultimately must be accepted in the Rental Terms & Conditions before the reservation can be confirmed. This information is also supplied to all third party booking sources for display through their websites as well; however, Dollar has no control over how the information is displayed through a third party booking site. As your reservation was booked through Priceline, we recommend reaching out to their **************** team regarding any concerns you have about how the rental requirements are displayed through their site. 

  We also regret any confusion caused by the toll charges incurred during your rental. When notified by a ************** that one of our vehicles has utilized a toll road without payment or by using the video/photo tolling options, the information of the vehicle is matched with the customer who was in possession of the ********************** at that time. As such, we were notified that our vehicle was utilized on video/photo toll roads and therefore toll charges plus the applicable administrative fees were assessed.  Attached is a copy of the toll invoice from our processing partners at American Traffic Solutions. All toll charges outlined were provided to us by the listed toll authorities and are considered valid. 

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18030382
  
  I am rejecting this response because: We had an electronic pass attached to our vehicle from my in-laws who live in ******* so that no toll is incurred at the time of passing through. I appreciate the response from the company however to my knowledge this is inaccurate as well as the terms and conditions stating that there is a deposit amount up to $500.00. If someone would like to go through my specific booking and show me where it says that then I will drop it - specifically the Dollar part. I have looked it up and down and do not see a dollar amount listed. Additionally, there was no additional correspondence given as to why we were ripped off on the type of vehicle we were given. We paid for a 7 passenger vehicle and received a 6 passenger vehicle. When I asked the desk about it she said there was nothing she could do because there were no additional vehicles available of that size. So please tell me what we would have done if we had 6 people traveling with us? I still want partial reimbursement for this mistake that was made on behalf of Dollar rentals and only Dollar rentals. I could agree to the toll fees and charges being dropped off as payment for this, but I will not accept an amount f $0. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/26/2022

  BBB Case: 18030382
  Res ID: ***********
  
  This is in response to *********************.
  
  I was able to issue a partial refund of $41.54 to the card on file. Please allow up to 10 business days for the funds to post to your account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:09/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented cars for Dollar Car Rental on two occasions on a trip with my wife. I had prepaid the rental amount and declined insurance at that time. When picking the cars at both the ******* and ********* locations I was very specific I was paying with a **** Signature card and I had a AAA Premier roadside Assistance card so I needed no extras. (Hopefully Dollar has cameras at there desks so they can verify this.) Both agents said OK and gave me a rental record. In both cases there was an amount at the bottom which was similar to the rental amount. I didn't think anything about it until I pulled out the record to all about the 2nd drop off. When the charges were listed as insurance and road service I called the 800 number. The person at the 800 number told me to tell the agent when they dropped it off and they would correct it. I told her I was dropping it off before they opened and she told me to call them later in the day and they would adjust it. I called and the agent told me tough luck, the paperwork showed I owed it and they wouldn't even discuss it. I paid a total of $463.21. I know business has been rough the last couple of years but it is unconscionable that businesses would resort to slight of hand techniques to seniors. Hopefully this is not the case and is something that should have been dealt with in the beginning.

  Business Response

  Date: 09/23/2022

  Complaint ID: ********
  ******************** RR#: ********* & 154670946

  This correspondence is being sent in response to a query made by *****************************. Thank you for allowing us the opportunity to review your concerns. 

  We apologize for any misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW) and **************** Services (PERS) on your past rentals. Our records show that these services were accepted and signed for at the time of rental under both contracts.  As such, the benefits of these services were extended for the duration of your rentals.  As these charges were outlined on the rental contracts, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreements (SRA) attached.It is the customers responsibility to review the terms of this documentation,which is provided in the rental sleeve, before departing the facility.

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18026395
  
  I am rejecting this response because:
  As a senior, I feel I was deceived, if Dollar feels this was handled properly I feel the need to contact the attorney general to investigate how employees are incentivize and trained to sell **************. I was hoping for a fair resolution to this.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/26/2022

  BBB Case: 18026395
  RR Numbers: ********* & 154670946
  
  This is in response to ******************************
  
  Upon review of your rental I can see these took place in 2021. Due to these rentals being over one year old, our billing systems can no longer access the billing details. Therefore, I am unable to process a refund to this account. Please note our systems can only review billing issue for 6 months and we only hold invoices for 2 years.
  
  Thank you for contacting us.

• Initial Complaint

  Date:09/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from 8/5/22 to 8/29/22 from Dollar Rental Car at ****** ******************. I was informed by rental staff at the counter that if I was traveling to Cape Cod and then staying on the Cape for the entire time before driving back to the rental car airport location, that I should not enroll in their Plate Pass program. I took her advice and did not enroll. Today, 9/12/22, I received a bill in the mail from Dollar for $224.94. They state that although I declined Plate Pass, they believe I activated it during the course of the rental period. Therefore, they decided that I should now be enrolled in their Plate Pass program and went ahead and charged me the above amount without my permission and against the terms of our rental contract. I did not touch the sensor for Plate Pass and left it as it was when I was presented with the car. Perhaps someone at Dollar who cleans and maintains the car turned it on without me having any knowledge of it. I also want to add that the car was very dirty and smelled inside when I was first given the car. According to the paperwork they sent me, there are only two tolls at issue, both on 8/5/22. One at 10:48 am and another at 11:57 am. I don't understand why there would only be two tolls on the day I picked it up and no other toll during the entire rental period. Perhaps something is wrong with the sensor? I don't know but I do know that I did not activate it. I will be contacting my credit card company about this issue and challenging the illegal charge.

  Business Response

  Date: 09/27/2022

  BBB Case 18017167
  RR No: 810913062
  
  This is a response to ***************************
  
  Could you please provide a receipt and/or screenshot reflecting the toll charges?
  
  Thank you for contacting us.

• Initial Complaint

  Date:09/14/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a rental car from Dollar.com on 6/29/2022 Confirmation #: K1733016297 Rental record# ********* to be picked up from the Dollar location at the **********************************************. I prepaid $285.76 for the vehicle at the time of reservation and my confirmation email informed me I would owe $66.64 at pickup. At pick up on 8/24/22, I verbally declined all additional services and was given verbal confirmation that those services were declined. I was told at the counter that there would be a deposit that would be charged to the credit card but would be removed when the car was returned. I signed the screen, got the keys, and continued on my way. It wasnt until I received my credit card statement that I saw I had two charges from Dollar the initial charge for $285.76 from reservation and then a second charge for $273.11 from pickup. Looking back at the receipt from pickup, I was charged for car rental insurance ($135.96) and road service ($35.96), as well as additional tax on these services, totaling $206.47. I declined these services and additionally, I have never accepted additional rental car services in my life. I contacted Dollar and after speaking to two representatives and two supervisors over the course of two weeks, I was told there was nothing to be done because they had my signature, even though I had declined all additional services. This feels like fraud, and especially so reading that this exact same thing has been reported by other customers. I am requesting a refund of the unauthorized charges totaling $206.47.

  Business Response

  Date: 09/23/2022

  Complaint ID: ********
  ******************** RR#: 830189360

  This correspondence is being sent in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns. 

  We apologize for any misunderstanding regarding the additional charges billed for the Loss Damage Waiver (***) and **************** Services (PERS) on your recent rental. Our records show that these services were accepted and signed for at the time of rental.  As such, the benefits of these services were extended for the duration of your rental.  As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached.It is the customers responsibility to review the terms of this documentation,which is provided in the rental sleeve, before departing the facility.
  
  However, as a one-time gesture of goodwill, we have processed a refund of the *** and PERS in the amount of $206.95. Though processed today, please allow up to 5-7 business days for the refunded amount to be reflected on your billing statement. This timeline is not determined by Dollar, but by your financial institution.

  Customer Answer

  Date: 09/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/14/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented s car from *************** location. I opted not to prepurchase fuel from them and told them I would return the vehicle with a full tank of gas. I returned the vehicle with a full tank of gas as promised. When I brought the car back I mentioned the tank was full and as usual the attendant completed a check of the vehicle and told me the receipt would be emailed. When i received my final receipt for the rental it had a charge of $25.03 for fuel. I made attempts to call to resolve this issue and I only get a automated system that tells me to submit a fuel receipt but it doesn't say where. I emailed my complaint and got a form letter that did not answer anything.I think this is an unethical business practice to charge people for something after the fact especially when it is a false charge. This is a form of theft from the customer and I would guess that many people just don't fight the charge. This enables Thrifty to make quite a bit of money from false charges.

  Business Response

  Date: 09/23/2022

  Complaint ID: ********
  ********************** RR: 835154622

  This correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns. 

  We apologize for any concern caused by the additional billing required for the Fuel & Service Fee after your vehicle was returned. Our records show the vehicle required **** gallons of fuel upon your return.  As such, a Fuel & Service Fee was incurred at the rate of $9.99/per gallon as outlined in the Signed Rental Contract, which has been attached for your review and record. 

  With this in mind, the charges would be considered valid. However, as a gesture of customer service we have processed a credit of $35.36 to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement. 

  Customer Answer

  Date: 09/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to note, it is impossible that I used **** gains of gas to drive from the gas station to the airport. It was less than 10 miles. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Rented a car through a 3rd party portal. For whatever reason I couldnt add car seats on this site so I called separately to add them to my reservation. I called on two separate occasions to ensure they were added since I never received email confirmation. On neither call did the agent confirm an incremental cost for the seats and when I asked originally they said no youre good when asked. To my surprise at check out I was told I owed an extra $200 for car seats. The manager insinuated I was making this up even after informing them of what had happened and explaining I clearly would have brought my own seats had I known. He knew my hands were tied and I had no choice but to leave without them. They insisted that it was just too bad the customer service rep ********* CoMpletely deceptive practices.The agent was kind to offer alternatives (leave my kids, drive to ******* and buy cheaper seats) at least but that wouldnt work with our schedule.

  Business Response

  Date: 09/21/2022

  Complaint ID: ********

  RR#: 838313151

  I apologize for any misunderstanding regarding the child seats. As a gesture of goodwill I have issued a refund of $208.59 to your credit card. Please allow up to 7 business days for the credit to post to your account. 

  For future reference please note there is a charge for all optional items including child seats. 

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter. 

• Initial Complaint

  Date:09/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The rental car agency did not honor my reservation and then misquoted me the price for a car. They ended up charging me four times what I was promised.

  Business Response

  Date: 09/15/2022

  Complaint ID: ********

  RR#: 836207923

  Thank you for contacting us. We appreciate the opportunity to assist. 

  A review of our records indicate our **************** team reviewed the ********************** and determined an adjustment was warranted. A refund of $344.21 was processed on 09/13/22 but can take up to 7 business days to post to your account. Attached is your corrected rental invoice. 

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter. 

• Initial Complaint

  Date:09/09/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Dollar. I explicitly stated, multiple times, that I don't want added insurance when checking out. I did opt to add the toll package. When I had some time, I logged onto my online purchase and noticed what I was supposed to pay was way less than what I was charged. The agent had added optional insurance, despite me asking for no extra insurance. I did not have time during my vacation to sit on the phone and try to resolve this. When I took the car back, I spoke to the agents and they informed me to call corporate. Corporate has not been willing to remove the charges.

  Business Response

  Date: 09/14/2022

  Complaint ID: ********

  RR#: 833877660

  Thank you for contacting us. We appreciate the opportunity to assist.

  I apologize for any misunderstanding regarding the charge for *** on your rental. A review of our records indicates you accepted this option on your rental agreement. In the interest of customer service I have issued a refund for the *** in the amount of $112.84. Please allow up to 7 business days for the credit to post to your account.

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter. 

  Customer Answer

  Date: 09/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They know they have an issue and they do nothing about it. It's in an automotive message on their customer service line. They tend to hold cash longer the 24 hours after a vehicle has been returned. It says to call my bank to release it. I called my bank, ******, but they can't do anything.I agreed to a $500 hold till the return of the rental car. They added it to the price of the rental, $179.00. They charged me a total of $679 to pick up the car. Seemed fine. But, 4 days later, and another $179.42 was charged out of my bank that's been cleared and not pending... I still have a pending hold of $679... a total of $858 I did not agree to is now tied to a one-day car rental. I called Dollar to speak to a human, no help. I was told I have to wait as long as next week for it to stop pending. 5-7 business days on a holiday week. I asked for a Manager multiple times, I was denied multiple times. ZERO help. Very frustrated, don't fall into their trap if your not financially prepared to spend $1000 on a full size sedan for one day.

  Business Response

  Date: 09/23/2022

  Complaint ID: ********

  RR#: 834051525

  Thank you for contacting us. We appreciate the opportunity to assist. 

  Please be advised the authorization is released from our system once the rental is closed, however it can take up to 7 business days for the funds to show in your available balance. 

  I apologize for any inconvenience. 

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17930281
  
  I am rejecting this response because:

  This doesn't fix things for anyone else in the future. Customers should be notified you will charge them twice the amount in addition to the hold amount depending on card method. Should also tell customers that you'd hold on to the monies for 7 BUSINESS days. I was told I'd get it back when I returned the car. I had to borrow money to pay other bills with almost $1000 sitting in your bank. It's bad business. I can't think of another that needs to do this to their customers and then to have an automotive message on you customer service directory that wastes everyone's time, saying it's an issue if you have not received your money back 24 hours after the car return. That's obviously not the case, so when I talk to the customer service rep after a long hold no one can do anything. My complaint stands. Fix it!

  Sincerely,
  
  *************************

  Business Response

  Date: 09/26/2022

  BBB Case: 17930281
  RR No: 834051525
  
  This is in response to **************************
  
  Our records show that we released the hold on 09/03/2022.If that hold has not released back to your account, you will need to call our ****************** at ************ with your bank on the line so we can release it at that time.
  
  Thank you for contacting us.

• Initial Complaint

  Date:09/07/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a vehicle from the *******, ** location for my TDY trip 04OCT21-03DEC21. Only received one invoice for 03NOV-3DEC21 that had the itemized charges in it but never received an invoice with itemized charges for 03OCT21-03NOV-21. After communicating with their support team, they sent me the first invoice but the charges are wrong; I was charged the following amounts, all with separate receipts:$172.31 on 04OCT21 (Ref# **********)$1541.58 on 04OCT21 (Ref# **********)$92.81 on 3NOV21 (Ref# **********)$1462.08 on 3DEC21 (I have an itemized receipt for this one, Agreement # U60587866)Total Charges: $3268.78 When they sent me the invoice for 04OCT21-03NOV21, it reflected the $1462.08 charge and not the $1541.58. I need an invoice that correctly reflects the $1541.58 along with the $92.81 and $172.31 charges so I can settle my travel voucher with the US military (Army).

  Business Response

  Date: 09/16/2022

  BBB Case 17926025
  
  This is a response to *******************
  
  We have sent the requested invoices in an email to the email address on file. You should be receiving them shortly.
  
  Thank you for contacting us.

  Customer Answer

  Date: 09/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While the location I rented from in ******* was a franchise location, I was never able to talk to anyone from that location because they never picked up the phone; it always diverted to a "full mailbox" message. Some of the customer support representatives could not retrieve the invoices that I need since they did not have access to the billing from that location, which I find unacceptable and the fact that the ******* location was impossible to contacf (even during normal business hours) is also unacceptable.
  
  Sincerely,
  
  *******************